Green service quality and tourist engagement: Moderating impacts of social influence in green hotels

This study examines the differences in the green hotel and non-green hotel advertisements on consumers' purchase intentions. It discusses the differences in the green hotel and non-green hotel service quality on consumers' purchase intentions. The research method used is an experiment with a sample of 100 participants. This study uses a fictitious print advertisement featuring hotel facilities, prices and promotions as a sample for the same product as a treatment in the experiment. The type of experimental design used is a statistical utterly randomized design, where the treatment given to research participants is based on randomization. Data were analyzed using ANOVA. The results showed that green hotel advertisements positively affected consumers' purchase intentions, while advertisements in non-green hotels had no significant effect on consumers' purchase intentions. Meanwhile, the service quality variable in green hotels has a positive impact on consumers' purchase intentions, and service quality in non-green hotels has no significant effect on consumers' purchase intentions.

Diseño/metodología/enfoque (límite 100 palabras)El estudio utilizó un método experimental online entre sujetos con 199 encuestados, utilizado sólo en alrededor del 15% de los artículos de turismo publicados. Además, este método ofrecía características de fiabilidad y control.Objetivo (límite 100 palabras)El consumo sostenible es una vía crucial para el turismo sostenible. Por ello, este estudio investiga el efecto individual y combinado del aprendizaje social y las etiquetas ecológicas en la selección de hoteles ecológicos.Conclusiones (límite 100 palabras)El aprendizaje social y las ecoetiquetas por separado no pudieron influir en los turistas para que seleccionaran hoteles ecológicos. Sin embargo, la interacción del aprendizaje social del rendimiento positivo con las ecoetiquetas podría influir potencialmente en la selección de hoteles ecológicos por parte de los turistas. Por lo tanto, la interiorización del rendimiento de los hoteles ecológicos a partir de fuentes de confianza y la validación externa provocan cambios de comportamiento entre los turistas para seleccionar hoteles ecológicos. El estudio ofrece un nuevo modelo basado en el aprendizaje social para entender el consumo sostenible.Limitaciones/implicaciones de la investigación (límite 100 palabras)El estudio puede utilizar otros tipos de influencias sociales y puede ampliarse a otros entornos ecológicos.Implicaciones prácticas (límite 100 palabras)Proporciona ideas para la formulación de políticas y promociones a los directores de hoteles y a los promotores del turismo sostenible para comercializar hoteles ecológicos.Originalidad/valor (límite 100 palabras)Se aleja de la teoría tradicional y tiende un puente entre el aprendizaje social de los resultados a partir de fuentes relacionadas, la garantía de las entidades gobernantes y el consumo sostenible. El efecto de la interacción entre la influencia social y la etiqueta ecológica en la selección de hoteles ecológicos es un hallazgo novedoso. Además, introduce varios niveles de aprendizaje social en el debate sobre el consumo sostenible.

Purpose– The green marketing concept emerged in the late 1980s, and many hotels have since implemented a variety of green marketing strategies, such as the use of the “green hotel” label to project a green image and attract potential customers. However, some companies that have launched environment-based promotions have been accused of “green washing” by their customers. This study aims to investigate the gap between hotel manager and customer perceptions of the relative importance of green marketing-related activities.Design/methodology/approach– Two sets of 30-statement questionnaires designed for hotel managers and customers were used to gauge respondents' perceptions of a variety of hotel green marketing-related activities. Independent samplest-tests and one-way analysis of variance (ANOVA) were used to examine the significant differences between the ways in which hotel managers and customers rate the importance of these activities.Findings– The two statements that gained the highest level of agreement amongst both hotel managers and customers were: “The internet is an effective channel for marketing a hotel's green initiatives directly to customers”; and “Green hotels can elevate industry members' image and reputation to attract green tourists who demand green accommodation when travelling”. Both also perceived: “The environmental claims in advertisements are often met with criticism from competitors and consumer organisations”; “Hotel customers are willing to pay a higher price for eco-facilities”; and “Customers are willing to pay a higher green price if part of the amount paid is donated to green activities” to be the three least important statements. The results also indicated ten over-perceptions and three under-perceptions amongst hotel managers, thus implying that they may require a better understanding of customer expectations. Several demographic differences were also identified. Female hotel managers and customers were found to be more concerned with green hotel products and a green image; hotel managers aged over 59 were found to have reservations about certain green marketing strategies probably because of service quality issues, although green supporters are in general older than average; younger customers aged between 20-29 become more concerned about environmental issues; and customers with a Master degree level of education or above challenged whether hotels are truly innovative in their development of green products and services and had reservations about the use of eco-labels.Research limitations/implications– The results of this study may not reflect the full picture of managerial perceptions of green hotel marketing, as the sample was restricted to hotels on the Hong Kong Hotels Association list. Researchers may thus wish to undertake further studies with larger hotel samples over a longer time period in future. Drawing on the foundations laid by this study, future researchers may also wish to investigate smaller, lower-ranked hotels, which may experience greater challenges in implementing green marketing strategies than those considered here.Originality/value– Few studies to date have investigated green hotel marketing. The findings of this study can be viewed as a preliminary step towards greater understanding of green hotel marketing-related activities.

PurposeThis study aims to develop and test a model for predicting guests’ intention to visit green hotels by extending the theory of planned behaviour (TPB) to include spirituality, moral norms and habit.Design/methodology/approachData were collected from green hotel patrons using in-person, paper-based surveys. The proposed model was evaluated and tested using structural equation modelling in SPSS AMOS 28.FindingsThe results reveal that spirituality and moral norms have a significant, positive effect on attitude. They also indicate that while spirituality has a positive effect on subjective norms, moral norms do not. The findings also reveal that the TPB variables (attitude, subjective norms and perceived behavioural control), together with habit, positively affect behavioural intentions.Practical implicationsThe study found that adding spirituality, moral norms and habitual green behaviour to the TPB enhances the prediction of consumers’ intention to visit green hotels. The results suggest that green hotel marketing should incorporate spiritual values, social influences and habitual behaviours to effectively promote sustainability and attract environmentally conscious consumers.Originality/valueThis study provides novel insights into green hotel visit intention by integrating spirituality, moral norms and habit. To the best of the authors’ knowledge this is the first study from an emerging African economy to investigate these factors within this context.

This research investigates the moderating impact of social media influence within the Theory of Planned Behavior (TPB) model for 636 young Vietnamese participants’ desire to visit green hotels. The findings validate all assumptions in the TPB model, suggesting that subject norms and green perceived values positively affect views toward green hotels and visit intention. However, attitudes about green hotels were found to have a detrimental impact on visit intent. Social media influence was found to moderate these relationships. In particular, social media influence negatively moderates the relationships between attitudes toward green hotels, green perceived values, and visit intention. These findings provide valuable insights into the interplay between social media influence and the TPB model for young Vietnamese tourists’ intention to visit green hotels. The results suggest the need for marketers and policymakers to leverage social media to promote positive subject norms and enhance intention.

The Ministry of Environment of the Republic of Indonesia encourages sustainable tourism and hospitality industry to achieve green hotel and green tourism in 2020. Rumah Turi as one of hotel destinations in the middle of Surakarta has provided green practice and facilities in the hotel. This study intends to investigate the determinant factors of revisit intention to Rumah Turi. This study is conducted to hotel customers who have visited Rumah Turi. Sample of this study is 131 customers of Rumah Turi from various cities in Indonesia. Five independent variables, i.e. green practice, service quality, facility, price and location, are applied in this study to be identified of their influence to revisit intention. By implementing linear multiple regression analysis, it is found that this study unable to make evidence that service quality and price influence customer to have the intention to revisit Rumah Turi. However, by using moderated multiple regression analysis, this study has proven three models of the determinant factors of revisit intention. The first model (Model 3) is, the moderator of service quality to facility and the moderator of price to location, in addition to green practice have significantly influenced revisit intention. Second model is Model 4, where green service and service quality are the moderators of facility and price as the moderator of location have significantly influenced to revisit intention. Third model is Model 5, where service quality, price and green practice are the moderators of facility altogether with location have significantly influenced revisit intention.

In the past few decades, environmental sustainability has become the most important issue in international politics. Green issues are recognized as a key driver of innovation. As green marketing has become an important tool for sustainable business strategies, the hotel service industry has become more sophisticated in terms of service quality due to consumer awareness. Companies are adopting green marketing practices to achieve better business performance. Therefore, the professional and workplace attitude of professional managers of green hotels have become an important human resource management direction in the operation strategy. When green hotels are selecting professional managers, how should decision-makers choose the talents needed by green hotels? This article uses Fuzzy AHP to explore the impact. Twelve senior hotel industry experts evaluate the impact under six dimensions. The weight of the degree, knowing that execution is the priority factor, it is more important to choose implementation among the 19 key indicators, and it is also necessary to have communication the crisis under the communication ability Handling ability, Customer complaint response, and Workplace interpersonal relationship are also important indicators for selection. The conclusions and recommendations of this study are the key selection criteria for green hotel operation managers.

In the context of sustainable development theory,the creation of green hotel has become the inevitable trend of hotel industry development.This paper takes green hotel in china as an example,studies on the measures for energy saving, such as adopting advanced technology, green procurement,green room,green food, green service, government’s economic policy support, and so on.

Green or ecological consumers can gradually become a prominent market segment. The purpose of this study is to investigate tourists’ behavior intentions for staying overnight at green hotels by integrating environmental education (EE) from the Theory of Planned Behavior (TPB) perspective. Data of 350 usable questionnaires for this research were collected from a quasi-random selection of people at the checkout counter of three of the 19 winners of the 2008 green hotel competition in Taiwan. This result indicates that a green hotel that provides green service can be supported by supporting EE. The findings and applications of this study are useful for both academia and practitioners.

Purpose: This study aims to analyze the application of green hotels to improve the service quality of front office staff at Mercure Bali Legian and to identify indicators that need to be improved and maintained in the service quality of front office staff at the hotel. Research methods: The sample selection is 65 respondents and three ants, and the sampling is done by incidental sampling technique. A questionnaire is distributed to respondents. The analyticamethodue used in this research is descriptive qualitative analysis to determine the application of green hotels at Mercure Bali Legian and dynamic quantity analysis, namely imporimportance-performanceysis (IPA) yous, se d to classify service quality indicators that need to be improved and maintained into Cartesian diagram. Results and discussion: The application of green hotels has been maximally implemented by the front office staff at Mercure Bali Legian. The results of this study indicate that two indicators need to be improved in the quality of service, namely the indicator of handling guest complaints quickly and well and the indicator of staff providing information abouassistancees with environmentally friendly actions that are easy for guests to understand. Implication: There are five indicators that the front office staffs need to maintain the quality of service, namely the hotel lobby indicator is clean and smoke-free, supports the environmentally friendly concept during the check-in process by minimizing the use of paper, the staffs inform the hotel facilities including energy-saving facilities in the hotel, giving welcome drink using drinks from local products, and front office staffs providing information about the cashless program Keywords: green hotel, front office, quality of service, importance-performance analysis.

This study aims to identify the strategic implications of the service attributes of green hotel from the implicit importance, Kano quality characteristics, and service risk. The results show that 12 service attributes are of high-importance, of which three are Attractive Quality, three are One-dimensional Quality, and six are Must-be Quality. Among three service attributes of Attractive Quality, two are low service risks. The findings can provide a reference for green hotels to improve service quality and avoid service failure. This study is an innovative approach in evaluating the service quality of green hotels.

This paper proposes a hybrid method for online reviews analysis through multi-criteria decision-making, text mining and predictive learning techniques to find the relative importance of factors affecting travelers’ decision-making in selecting green hotels with spa services. The proposed method is developed for the first time in the context of tourism and hospitality by this research, especially for customer segmentation in green hotels through customers’ online reviews. We use Self-Organizing Map (SOM) for cluster analysis, Latent Dirichlet Analysis (LDA) technique for analyzing textual reviews, Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) for ranking hotel features, and Neuro-Fuzzy technique to reveal the customer satisfaction levels. The impact of green hotels with spa and non-spa services on travelers’ satisfaction is investigated for four travelling groups: Travelled solo, Travelled with family, Travelled as a couple and Travelled with friends. The proposed method is evaluated on the travelers’ reviews on 152 hotels in Malaysia. The findings of this study provide an important method for travelers’ decision-making for hotel selection through User-Generated Content (UGC) and help hotel managers to improve their service quality and marketing strategies.

ABSTRACTAlthough many companies in the hotel industry aim to pursue more sustainable and socially responsible practices, the present literature shows mixed results with regard to tourist reactions to such moves, especially for the service quality perception impacted by implemented green practices and the willingness to pay more for such actions. Unlike previous research examining tourists’ preferences for separate green hotel attributes, this study identifies the determinants of tourists’ choice of green hotel attributes. Additionally, the study measures the willingness to pay (WTP) for such services, in the context of the Taiwanese market, using the stated preference of combined green hotel attribute scenarios. A multinomial logit (MNL) model is employed to estimate the relative influence of behavioral and facility attributes on choice behavior. Furthermore, the study examines determinants influencing respondents’ choice of green hotel attributes. A latent variable class model (LVCM) approach is applied in the estimation of the unobserved heterogeneity, and a total of 390 valid respondents were used in the analysis. The empirical MNL results indicate that while tourists prefer luxury rooms and the provision of personal toiletries, they are also willing to accept reduced service quality. Additionally, sex, income, and age have significant influences on tourist choice behavior. The results of the LVCM model demonstrate that respondents with high levels of the green consumption trait are more likely to choose hotels that have a greater number of environmentally friendly attributes. The implicit amount that tourists are willing to pay for room quality is around US$13, for the provision of personal toiletries is about US$22, and for service quality is US$12, but they also require a discount of approximately US$11 in order to accept the common practices of green hotels. This study is useful in providing the hotel industry and government with quantitative information that can be used to develop and implement better green hotel policies.

This study examines the influence of social media influencers on tourist engagement, focusing on how their attributes shape destination image and tourist motivation within natural tourism contexts. A quantitative approach was employed, collecting data from 446 respondents using a structured questionnaire, with analysis conducted through partial least squares structural equation modeling (PLS-SEM). The findings demonstrate that social media influencers significantly enhanced tourist engagement by improving destination image and fostering tourist motivation, which strengthens emotional connections with destinations and drives higher engagement levels. These results highlight the crucial role of influencers in shaping tourists’ perceptions and behaviors. For tourism marketers and destination managers, integrating social media influencers into marketing strategies can enhance destination appeal, increase motivation, and promote meaningful connections with potential visitors through impactful campaigns. This research contributes to the literature by offering empirical evidence on the pathways through which influencers affect tourist engagement, providing actionable insights for optimizing marketing strategies in natural tourism.

Purpose The research examines how green hotel practices (GHP) influence green brand loyalty (GBL) through customer perceptions in emerging market contexts. Design/methodology/approach This study employs a quantitative approach to investigate the relationships between GHP and GBL. The unit of analysis for this study included visitors to green hotels in Ho Chi Minh City, Vietnam, with 565 valid questionnaires. Structural equation modelling (SEM) was used to analyse the aforementioned relationships. Findings The results demonstrate GHP’s importance in establishing GBL in the hotel industry through perceived brand value, brand identification (BI) and perceived green service innovation (PGSI). Research limitations/implications The findings indicate that hotel managers should proactively implement GHP to raise customer awareness of PGSI, BI and perceived brand value, ultimately enhancing GBL. Investing in sustainable initiatives not only meets customer expectations but also establishes a strong competitive advantage in the hospitality industry. Originality/value The study’s findings considerably encourage managers to vigorously develop customer GBL by promoting GHP to enhance customers’ PGSI, BI and perceived brand value toward green hotels.